Hello. My name is ***** ***** I can help you with this problem.
Since you do not know the password, we can do a factory reset on this device. Press and hold the Power/Lock key, tap Power off, and then tap OK to turn off the tablet. Press and hold the Power/Lock key and Up Volume key (closest to the Power/Lock key) at the same time. This will bring up the recovery menu. Use the volume up/down keys to navigate and the power key to select Wipe Data/Factory Reset. Be sure that your device is nearly fully charged and connected to the charger. Select the factory reset and let the process continue uninterrupted until completion. Then restart your device.
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Can you tell me exactly what kind of lock you have on the device? Is it a screenlock? It depends upon whether it is a pattern, PIN, or password.
That is a PIN (Personal Identification Number). You are fortunate, because You can try an incorrect PIN five (5) tomes in a row in a short period of time, and your device should allow you to enter your granddaughter's gmail address as an alternate method of authentication.
A data field should be presented after you have entered an incorrect screenlock password ***** times. Just tap within the data field, and an onscreen keyboard should pop up with a message to enter your email address.
If you are still having problems, or if you have any questions, please let me know.
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Is it unlocked? Can you see the home screen with the icons for the various apps installed on the device?
If you aren't getting the area to type in, we'll have to do the factory reset and lose the data. Would you like me to walk you through the steps?